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Shipping and Return Policy

We provide guarantee for our products quality.


Only merchandise purchased from PRIME MUSCAT shops can be returned to PRIME MUSCAT stores within 15 days of purchase & delivery for (cancellation, Return & Cash-back). The purchased item must be in the original packaging non-opened and non-used for cancellation or Return except for quality related issues. Please note return shipping fees are at the customer’s expense and are non-refundable.

* Shipping & delivery charge is Fixed & of (one Omani Rials ) (1.000 R.O) inside the region of the Sultanate of Oman.
* Shipping & delivery within Muscat takes from 1 to 2 Business days.
* Shipping & delivery to the other Governorates & cities inside the region of the Sultanate of Oman takes from 2 to 4 Business days.

15 – Days Refund Guarantee for Returns or cancellation

Non-opened, non-used and non-damaged products can be returned for a full refund within 15 days from the date the item was Purchased & delivered to the designated shipping address. Once the returned item arrives back to Prime Muscat’s warehouse for inspection, the refund process will begin only & after meeting the following points:

Returns must include all accessories (extras or gifts on purchase).
● Returned items must be in the original packaging (non-opened nor used).
● In return, cancellation claims, the customer (buyer) is responsible for the shipping costs (non-refundable).
● Return of products request will be rejected if they do not meet the above requirements.

Disclaimer: Cash-back requests for the 15 days money back guarantee expire 15 days after opening a claim. It is not possible to process a request for cash-back for the purchased item or items that has or have exceeded the 15 days margin based on the Omani consumer’s protection authority laws. For quality-related issues, please see below.

Warranty Claims for Quality-Related Issues

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to, or the invoice).

Warranty claims for product with manufacturers deficiencies expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

  • Returning products for any reason other than a proven defect (within warranty coverage period).
  • Warranty claims on items taken outside the original country of purchase.
  • The Customer or buyers accidental returns.
  • Returning personal items.
  • Returning items claimed to have defects but found by Prime Muscat’s quality control to be in working condition.
  • Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

Not Covered Under Warranty:

  • Products without sufficient proof of purchase.
  • Lost or stolen products.
  •  Items that have expired their warranty period (warranty mentioned in the invoice).
  • Non quality-related issues.
  • Free products or purchase gifts.
  •  Repairs through Third parties.
  • Damage from any outside sources.
  • Damage from misuse of products i.e: (falls, extreme temperatures, water, operating devices improperly).
  • Purchases from unauthorized resellers.

Disclaimer: PRIME MUSCAT is not liable for: 

  • Loss of data incurred from use of PRIME MUSCAT items.
  •  Returning personal items sent to PRIME MUSCAT.



Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.